ServiceNow Platform Operations Manager

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Summary

The ServiceNow Platform Operations Manager leads our ServiceNow platform team, overseeing all aspects of platform development, implementation, and operations. This role serves as the primary operational leader for the ServiceNow platform and works across departments to drive innovation and adoption. Also, this position manages a small but growing team while serving as the primary interface between business stakeholders and the technical team.
 

Location

This position can sit in any of our U.S. offices and offers a hybrid work schedule.

Responsibilities

• Manage and develop a team of ServiceNow administrators and developers through mentoring, performance management, hiring and career growth.

• Implement effective workflows and processes to maximize productivity and ensure timely delivery.

• Serve as the primary escalation point for platform-related issues and lead team meetings.

• Work with platform owner to manage budget and roadmap.

• Oversee relationships with ServiceNow integration partners and third-party vendors including partner performance, deliverables, and contractual obligations.

• Evaluate and select appropriate integration partners for platform initiatives.

• Establish and enforce platform governance standards, security controls, and documentation requirements.

• Oversee platform roadmap execution and ensure successful implementation of upgrades.

• Lead Agile development projects, including sprint planning and backlog management.

• Evaluate and prioritize development requests aligned with business objectives.

• Guide technical design decisions and establish tracking mechanisms for development artifacts.

• Translate business needs into technical requirements and implementation plans.

• Serve as the primary interface between stakeholders and the ServiceNow platform team.

• Identify opportunities to optimize platform usage, extend capabilities, and drive innovation.

• Other duties as required.

Desired Skills    

Experience in managing vendor relationships and integration partners. Have budget management experience and ability to build effective relationships in a matrix organization. Ability to lead Agile development teams and managing platform implementations. Strong communication skills with ability to translate technical concepts to non-technical stakeholders. Ability in presenting to and influencing executive stakeholders. Have contract negotiation and vendor management skills. Knowledge in platform customization experience. Knowledge of Agile methodologies and demand management processes. Experience with software development best practices and secure coding standards. Have required ServiceNow certifications. Advanced ServiceNow certifications is preferred.

Minimum Education    

• High School or GED

Preferred Education  

• Bachelor's Degree in Computer Science, Information Systems, or related field.

Certificates 

• Required ServiceNow certifications (Administrator, Implementation Specialist, or Application Developer).

• Preferred Advanced ServiceNow certifications. 

Minimum Years of Experience  

• 4 years’ experience with the ServiceNow platform, including 3+ years in a leadership role (i.e., team management with budget and hiring responsibilities). Also, prior experience working in a law firm or professional environment preferred.

Essential Job Expectations

While the specific job requirements of a DLA Piper position may vary depending upon scope of the job and area of specialty, there are certain universal requirements that are expected of all DLA Piper employees, which include but are not limited to:

• Effectively communicate, verbally and in writing, with clients, lawyers, business professionals, and third parties.

• Produce deliverables, answer phone calls, and reply to correspondence in an efficient and responsive manner.

• Provide timely, accurate, and quality work product.

• Successfully meet deadlines, expectations, and perform work duties as required.

• Foster positive work relationships.

• Comply with all firm policies and practices.

• Engage in both physical and sedentary